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Support Specialist, Premium
Contract type
Ongoing
Work mode
Remote · Canada
Experience
Mid-level · 3+ years
Job description
A front-line Support Specialist, Premium Support role providing end-to-end customer service to Airbnb community members, including the Luxury segment, taking ownership of complex cases through to resolution. Based in Canada, the role requires strong English and French communication skills and flexibility for weekend, holiday and evening shifts.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · Canada
- Languages
- English – fluent, French – fluent
- Pay
- CAD 58,000 – 63,000 / year
What you'll do
- Provide the highest level of service to the community in each and every case through complex case management
- Interact with Airbnb customers and community members through all current and future channels, including livechat, social platforms, messaging, and directly through the phone
- Take end-to-end ownership of all assigned cases, ensuring a complete final resolution based on workflows and management guidelines, fostering relationships with users and escalating accurately to other teams when appropriate
- Demonstrate ownership mentality and good judgment, questioning, adapting and deviating from workflow only through management approval
- Be highly receptive to feedback from Management and Quality and quickly adopt behaviors to improve quality of work
- Understand multiple perspectives on a topic or situation and evaluate and present multiple options for addressing a problem
- Engage more with senior stakeholders and collaborate cross-functionally with help from management
- Provide personalized and exceptional customer support to guests and Hosts, ensuring unique needs and preferences are met with the highest level of care
- Handle a larger volume of cases without negatively impacting quality of interaction and resolution
- Proactively anticipate and identify opportunities to enhance the user experience, offering tailored solutions and recommendations with management support
- Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances
- Personalize communications to users, demonstrating the highest hospitality standards
- Leverage functional operational knowledge to proactively support team success
- Provide insights about community experience and continuous improvement opportunities to Management
- Help document ways of working, best practices, and norms for the service(s) as requested by management
- Provide technical/functional/SME support to less experienced members of the team
- Share ideas to improve processes and ways of working
- Take on various tasks and responsibilities as needed, including moving teams
- Be on-call to handle emergency situations in the evenings and weekends
What we're looking for
- 3+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry, and in a role making calls and handling customer/client contacts
- Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly
- Ability to work weekend days and public holidays, as well as early morning / evening shifts, with a schedule that can change to meet business needs
- Very good verbal and written communication skills for providing exceptional customer service to guests/hosts and engaging with stakeholders
- Active listening skills to understand guest needs and provide personalized recommendations and assistance
- Empathy and patience in dealing with customers, especially in high-pressure situations
- Ability to organize a high volume of work, multitask and prioritize, and to work within prescribed schedules including breaks, lunches, and training time
- Passion for delivering exceptional customer service and setting a high bar
- Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively
- Ability to adapt to new tasks and responsibilities as needed
- Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments
- Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team
- Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools
- Language proficiency in English, written and spoken
- Strong communication skills in English and French
- Must be based in Canada, in British Columbia, Ontario, Quebec, Alberta, or Saskatchewan
Nice to have
- Experience with high-profile and influential clientele
- Hospitality experience, in particular working for technology platforms
- Prior experience using phone, messaging, or live chat to interact with users/customers
- Other languages are a plus
Your team
Community Support
Front-line team interacting directly with both customers and internal stakeholders, providing end-to-end support to key community members including the Luxury segment.
Benefits
- Bonus, equity, benefits, and Employee Travel Credits may be available
Apply
About Airbnb
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
Key facts
- 2007
- San Francisco
- Over 5 million hosts
- Over 2 billion guest arrivals
- Hosts in almost every country across the globe
What they value
- Inclusion & Belonging
- Diverse ideas foster innovation and engagement